Service Desk Supervisor

The role

The IT Service Desk for the University of Bristol is a fast-paced and dynamic environment that supports an end-user base of over 30,000 students and staff. This takes the form of over 7000 tickets per month and this role is key to the leadership of the Service Desk team. We are on a journey to improve our ITSM maturity and this role will play a key part in embedding best practices within the Service Desk and wider operation. The Service Desk Supervisor is responsible for ensuring that the team deliver positive outcomes to our customers and achieve excellent results against Service Level Agreements whilst also driving high levels of customer satisfaction. The role is expected to champion best practice within the team, coach individuals to perform their best and support our colleagues across IT Services to adopt and engaged with these ways of working. As part of the Supervisor role, you will need to be have strong ITIL knowledge and experience in order to actively influence the maturity of the operation. You will also need to be confident in managing Major Incidents and escalations that are impacting the University or student population.

What will you be doing?

• Lead a Service Desk team to perform at their best and deliver an excellent service and high levels of customer satisfaction. This will be achieved by championing best practice and coaching the team to continuously develop their skills and engagement with colleagues and customers.
• You will analyse performance across the team to identify areas for improvement and utilise processes such as Problem, Knowledge and Continuous Improvement to constantly keep the team moving forward to deliver excellent results.
• Working within an ITIL environment, you will ensure that standards are being met across the Service Desk and within the wider IT Services department.
• You will be expected to manage Major Incidents in order minimise impact on the operation.
• You will engage and drive other practices to improve service, such as a Problem and Knowledge Management.

You should apply if

• You have experience of working within a busy and dynamic ITIL-aligned environment that delivers a quality service.
• You have strong ITIL knowledge and experience and a proven track record of embedding and maturing these processes.
• You have the skills and knowledge to effectively manage a team of people to deliver excellent levels of service, through coaching, development plans etc.
• You have experience of managing Major Incidents and co-ordinating activities to restore service as quicky as possible.
• You are able to communicate effectively across multiple levels, such as senior customers and also key stakeholders.
• You will have experience of working within a ITIL environment driven by best practice and proven track record of using these processes to deliver a quality service.
• Have knowledge or experience of working with Continuous Improvement methodologies (CI, sigma etc) to deliver successful outcomes, change or transformation.

Additional information

This advert will close at 23:59 GMT on Tuesday 10th October

For any informal enquires please contact Darrel Joyce - darrel.joyce@bristol.ac.uk

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